Branch Customer Experience Champion

Wesbank; Pretoria; On-site; ZAR 580,000 - 647,000; Full time

Job summary

FNB Points of Presence: Customer Experience Advisor in Pretoria focuses on warmly welcoming customers, understanding their needs, and directing them to the right channels to enhance the branch experience. The role emphasizes delivering service with quality standards and improving operational flow.

Candidates typically have Grade 12 or higher and 1–3 years in customer-facing roles, with a penchant for continuous learning and digital banking familiarity.

Qualifications

• Strong understanding of customer experience principles and service excellence.
• Comfort guiding customers to digital and self-service platforms.
• Excellent communication and interpersonal skills.

Responsibilities

• Welcome and engage customers entering the branch in a professional and friendly manner.
• Understand customer requirements quickly and accurately to determine the correct support channel.
• Actively manage the customer waiting experience within the branch environment.
• Direct customers to appropriate eChannels and SelfService options to meet their needs.
• Prevent complaints by proactively identifying customers requiring additional support.
• Intervene when customers are at risk of leaving the branch without being assisted.
• Offer alternative solutions such as booking tickets or guiding customers to digital channels.

Skills

Customer experience

Digital channels

Communication

Interpersonal skills

Proactive

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate

Job description

FNB Points of Presence: Customer Experience Advisor in Pretoria focuses on warmly welcoming customers, understanding their needs, and directing them to the right channels to enhance the branch experience. The role emphasizes delivering service with quality standards and improving operational flow.

Candidates typically have Grade 12 or higher and 1–3 years in customer-facing roles, with a penchant for continuous learning and digital banking familiarity.